Deri Hartati, Deri Hartati (2018) PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN DAN KUALITAS LINGKUNGAN FISIK TERHADA KEPUASAN PELANGGAN PADA KONSUMEN DI RUMAH MAKAN BERNAMA PASAMAN BARAT. Diploma thesis, Univ Bung Hatta.
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Abstract
EFFECT OF FOOD QUALITY, SERVICE QUALITY, AND QUALITY OF PHYSICAL ENVIRONMENT ON CUSTOMER SATISFACTION IN CONSUMERS IN RESTAURANT BERNAMA PASAMAN BARAT Deri Hartati1 , Akmal2 , Yuhelmi 3 Student Department of Management, Faculty of Economics, University of Bung Hatta E-mail : derihartati95@gmail.com, drakmal201@gmail.com, yuhelmis@yahoo.co.id ABSTRACT This study aims to find out: (1) The effect of food quality on customer satisfaction in consumers at the Restaurant Bernama Pasaman Barat. (2) The effect of service quality on customer satisfaction in consumers at the Restaurant Bernama Pasaman Barat. (3) The influence of physical environmental quality on customer satisfaction in consumers at the Restaurant Bernama Pasaman Barat. Sampling technique using purposive sampling method, with the number of samples used were 80 respondents. Testing in this study is the validity test, reliability test, structural model test, hypothesistesting. The results of this study indicate that: (1) Food quality has a positive effect on customer satisfaction in consumers at the Restaurant Bernama Pasaman Barat. (2) Service quality has a positive effect on customer satisfaction in consumers at the Restaurant Bernama Pasaman Barat. (3) Physical environmental quality has a positive effect on customer satisfaction in consumers at the Restaurant Bernama Pasaman Barat. Keywords: Food Quality, Service Quality, Physical Environmental Quality, Customer Satisfaction. ix PENGARUH KUALITAS MAKANAN, KUALITAS LAYANAN, DAN KUALITAS LINGKUNGAN FISIK TERHADAP KEPUASAN PELANGGAN PADA KONSUMEN DI RUMAH MAKAN BERNAMA PASAMAN BARAT Deri Hartati1 , Akmal2 , Yuhelmi 3 Student Department of Management, Faculty of Economics, University of Bung Hatta E-mail : derihartati95@gmail.com, drakmal201@gmail.com, yuhelmis@yahoo.co.id ABSTRAK Penelitian ini bertujuan untuk mengetahui: (1) Pengaruh kualitas makanan terhadap kepuasan pelanggan pada konsumen di Rumah Makan Bernama Pasaman Barat. (2) Pengaruh kualitas layanan terhadap kepuasan pelanggan pada konsumen di Rumah Makan Bernama Pasaman Barat. (3) Pengaruh kualitas lingkungan fisik terhadap kepuasan pelanggan pada konsumen di Rumah Makan Bernama Pasaman Barat. Teknik penarikan sampel dengan Menggunakan metode purposive sampling, dengan jumlah sampel yang digunakan adalah 80 orang responden. Pengujian dalam penelitian ini yaitu uji validitas, uji reliabilitas, uji model struktural, uji hipotesis. Hasil penelitian ini menunjukkan bahwa: (1) Kualitas makanan berpengaruh positif terhadap kepuasan pelanggan pada konsumen di Rumah Makan Bernama Pasaman Barat. (2) Kualitas layanan berpengaruh positif terhadap kepuasan pelanggan pada konsumen di Rumah Makan Bernama Pasaman Barat. (3) Kualitas lingkungan Fisik berpengaruh positif terhadap kepuasan pelanggan pada konsumen di Rumah Makan Bernama Pasaman Barat. Kata kunci : Kualitas Makanan, Kualitas Layanan, Kualitas Lingkungan Fisik, Kepuasan Pelanggan.
Item Type: | Thesis (Diploma) |
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Subjects: | H Social Sciences > HB Economic Theory |
Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
Depositing User: | iswandi ubh |
Date Deposited: | 07 Nov 2023 02:18 |
Last Modified: | 07 Nov 2023 02:18 |
URI: | http://repo.bunghatta.ac.id/id/eprint/17140 |
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